JOB DESCRIPTION
Job Summary
Provides customer support and stellar service to meet the needs of our Molina members and providers.
Resolves issues and addresses needs fairly and effectively, while demonstrating Molina values in their actions.
Provides product and service information and identifies opportunities to improve our member and provider experiences.
KNOWLEDGE/SKILLS/ABILITIES
Supervises a team of employees. Trains, coaches, monitors, and manages the team's performance to meet or exceed company and department performance expectations.
Effectively manages escalations within the department by ensuring appropriate accountability, sense of urgency, communication and follow through to closure.
Ensures compliance with Contractual and Regulatory requirements.
Addresses more complex member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care.
Provides exemplary customer service to customers including members, co-workers, vendors, providers, government agencies, business partners, and general public.
Achieves individual performance goals as it relates to call center objectives.
Demonstrates personal responsibility and accountability and leads by example through individual performance.
Support projects and special initiatives as appropriate.
Proficient in Medicaid (CA Medicaid preferred), Medicare, and/or MMP lines of business
Ability to manage multiple requests, strong follow-through skills and ability to resolve issues in a fast-paced environment.
Excellent verbal and written communication.
Bilingual skills (fluent in English and Spanish) are a plus
Direct Provider Experience, Claims/A&G experience is a plus
JOB QUALIFICATIONS
Required Education
Associate degree or equivalent combination of education and experience
Required Experience
3-5 years' experience in a healthcare call center environment
1-2 years supervisory experience
Preferred Education
Bachelor's Degree or equivalent combination of education and experience
Preferred Experience
5-7 years
Pay Range: $41,264 - $80,464 yearly*
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
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